The five-star hotel has been exposed to problems again. Netizen： I hope the former tenant’s cold has recovered.
Cctv newsLast week, an ordinary consumer surnamed Wu, who often stayed in the hotel, exposed videos about the health problems of 14 five-star hotels on the Internet, which once again aroused public concern. Some of the hotels involved issued a statement apologizing, saying that they would conduct self-inspection, and some hotels did not respond. After the hotel hygiene problems were exposed, the relevant departments also carried out inspections and treatments on the hotels involved.
Sheraton Nanchang Hotel in Jiangxi Province is also one of the hotels exposed by video. On the afternoon of November 16th, Sheraton Nanchang Hotel was officially put on file for investigation due to health problems, and the relevant departments required the hotel to make rectification.
The dishcloth for cleaning the toilet was fined 2000 yuan for cleaning the cup.
After investigation, Sheraton Nanchang Hotel admitted that there was a case of wiping a guest’s cup with a dishcloth that had been wiped with a toilet, and was fined 2000 yuan. Although the amount of the fine is based on the Detailed Rules for the Implementation of the Regulations on Hygiene Management in Public Places, in reality, such punishment has been questioned by many people.
[User comments]
The illegal cost is too low, which leads to such a situation. What effect can 2,000 yuan have?
The penalty cost is so low. If I were the owner of a five-star hotel, do you think I would rectify it?
2000 yuan, is it fun for everyone?
Interviewed by the regulatory authorities and on-site inspection
In addition to Nanchang, Jiangxi, the hotel involved in Beijing, which was exposed in the video, was also interviewed and accepted on-site inspection. On November 15th, the supervisor of Beijing Health and Family Planning Supervision Office came to Wangfu Peninsula Hotel, inspected the hotel room, and collected samples of public articles such as cups and utensils on the spot.
The supervisor used the fast ATP fluorescence detector to check the microbial value of the guest cup in the room on the spot.
Subsequently, Wangfu Peninsula Hotel issued a statement saying: The Food and Drug Administration took samples of cups on the spot and carried out ATP test on them, and the result value was 0, far below the qualified value set by the regulatory authorities. And said that "regardless of the value, the hotel will still take measures to strengthen the implementation of standard procedures by room service personnel, so as to ensure that all aspects meet the established standards of the peninsula." However, netizens still questioned: If the ATP test result is 0, is there really no health problem? The statement of Wangfu Peninsula Hotel was also deleted.
The Ministry of Culture and Tourism requires that the competent departments of culture and tourism at all levels should draw inferences and attach great importance to the supervision of tourism service quality.
Another consumer reported that the hotel did not change the bathrobe.
After the incident, consumers were also dissatisfied with the fact that the statements issued by these hotels were almost like copying and pasting: first, they attached great importance to it, then the conversation changed, saying that this video could not represent the daily life of our hotel, and then they began to put the blame on the personal behavior of individual employees, and finally stated that we would definitely take necessary measures to rectify it. But will they change? After all, this hotel trust crisis is not the first time.
Just as many five-star hotels were exposed to health problems, another netizen recently reported that the Hyatt Regency Shanghai Wujiaochang did not change his bathrobe because he found half-eaten cold medicine in his bathrobe pocket. The netizen also had no choice but to laugh at himself: "I hope the former tenant’s cold has been cured!"
Because this netizen also called Mr. Wu on Weibo, Mr. Wu replied: "Bathrobe is another blind spot. Many waiters don’t change bathrobes according to the rules. They wanted to talk about it, but it was difficult to obtain evidence. Just try not to use cups, bathrobes and bathtubs. "
Hotel trust crisis is not the first time.
In fact, this is not the first time that a five-star hotel has experienced a crisis of confidence. In September last year, there were five five-star hotels in Beijing exposed by evaluation agencies, and the clean-up was not thorough. None of the five hotels changed their bedding, uncleaned bathtubs and toilets; 3 hotels did not clean mouthwash cups; Some hotels have not changed bathrobes.
Just like this time, the second day after the video exposure, the Beijing Municipal Health Supervision Department intervened in the investigation, and the Beijing Tourism Development Committee also interviewed five hotels.
Three months later, three five-star hotels in Harbin were exposed again. Hotel cleaners actually used toilet brushes to brush cups, and also used the same brush to brush toilets and bathtubs.
This time, all three five-star hotels involved in Harbin issued a statement apologizing and accepted administrative punishment. However, why can’t the hotel hygiene problems be completely solved?
Yang Honghao, Deputy Director of china tourism academy Industrial InstituteNo matter how strict this process is, it is ultimately implemented by the service personnel. Then there are several problems in the service personnel. On the one hand, the salary and treatment, over the years, he has never had any big growth. Also, that is to say, we may have some new measures on this aspect of supervision and inspection. He may check it with his eyes, right? Then will we use some new technologies to do this check in the future?
The star hotel involved did not realize the seriousness of the problem.
In the past two days, China Consumers Association also issued a statement. Let’s take a look: "The star-rated hotels involved did not realize the seriousness of the problem, nor did they fully understand and respect the consumer’s supervision suggestions, reflecting the indifference to consumers." "I hope that the relevant industry authorities will not be afraid of ugliness, thoroughly investigate and strengthen supervision. For star-rated hotels that are not worthy of the name, they should be downgraded."
Event exposure: I was "focused" by the hotel.
Supposedly, the incident should be in the direction of solving the problem, but unexpectedly, the personal information of Mr. Wu, who broke the news, was also exposed, and many hotel industries exchanged his information privately, saying that they would pay so-called "key attention" to this person.
"My courage is running out" and "Nobody likes a troublemaker", which is Mr. Wu’s personal feeling after the incident, because he was specially marked by some hotels.
In the nearly 12-minute video exposed by Mr. Wu, waiters in 14 five-star hotels, even top international hotels, generally used bath towels and square towels as rags, wiping sinks, cups and even toilets. However, it is these exposure behaviors that make Mr. Wu feel a hornet’s nest and feel that he has offended the whole industry.
Because what he didn’t expect was that his personal information was exposed and seriously affected his daily life. After his solemn representations, the hotel apologized.
"Because citizens’ personal information was leaked", on November 17th, Mr. Wu entrusted a lawyer to represent the case and cancelled all his subsequent trips.
Even under such pressure, Mr. Wu said that he would not delete the video. He just hoped that after the exposure, the hotel industry could change and really solve the problem itself, rather than "solving" the exposed people.
It is understood that the 14 five-star hotels exposed this time have all responded.
It is worth noting that most of the hotel’s responses are basically the same in content format, especially the exposed problems "can’t represent our daily operation and service standards", which has once again become the focus of public questioning.
Software and hardware work together to build a real star-rated home
When you are away from home, the hotel is home. Home should be clean and warm. In order to seek the feeling of home, many consumers choose star-rated hotels. However, the unintentional service of star-rated hotels makes everyone very upset. It should be said that at present, the facilities and hardware of star-rated hotels in China are hard enough, but the management and service software are too soft. Only by grasping the software and hardware together can star-rated hotels give away consumers and build a real star-rated home.